Customer Service Representative (225-1001)

A Customer Service Representative plays a crucial role in establishing and maintaining strong relationships with customers. They are often the first point of contact for customers seeking assistance with products, services, or solving any issues related to their experience with the company. This role requires excellent communication skills, patience, empathy, and the ability to work under pressure. Customer Service Representatives must be adept at handling complaints, providing appropriate solutions and alternatives within the time limits, and following up to ensure resolution. They are key in developing and maintaining a quality customer service standard and building the company’s brand loyalty and credibility.

Responsibilities

• Respond promptly to customer inquiries via phone, email, or chat platforms.
• Resolve product or service issues by clarifying customer complaints and determining the cause.
• Provide accurate, valid, and complete information to customers using the right tools.
• Follow communication procedures, guidelines, and policies to assist customers effectively.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits.
• Process orders, forms, applications, and requests diligently and accurately.
• Keep detailed records of customer interactions, transactions, comments, and complaints.
• Work with the customer service team to provide feedback to improve customer service processes.
• Meet analytical KPIs such as call handling time, customer insights, and first contact resolution.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Maintain a positive, empathetic, and professional attitude towards customers at all times.

Requirements

• High school diploma or equivalent; Bachelor’s degree in related field is a plus.
• Proven customer support experience or experience as a Client Service Representative.
• Strong phone contact handling skills and active listening capabilities.
• Familiarity with CRM systems and practices to efficiently manage customer inquiries.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills, with attention to detail.
• Ability to multi-task, prioritize, and manage time effectively in fast-paced environments.